Customer Experience Manager

About Entegrata

Entegrata helps law firms turn data into decision-grade insights. Founded in 2023 and headquartered in Indianapolis, we are a venture-backed SaaS company delivering a turnkey, Azure-based data lakehouse platform purpose-built for law firms. Our platform consolidates siloed legal, operational, and financial data into a single governed source of truth, with AI-powered analytics on top. Our mission is to become the data platform of choice for the top law firms in the world. 

The Role

The Customer Experience Manager (CXM) owns the customer relationship across its full lifecycle. As our delivery model matures, dedicated Implementation and Project Management functions now carry the hands-on execution, so the CXM focuses on relationship ownership, adoption, retention, and growth, while providing oversight and accountability for implementation and project delivery. You are the executive-level point of contact who makes each firm successful with Entegrata and turns satisfied customers into advocates and expansion revenue.

Key Responsibilities

• Own the Relationship and Drive Growth: Own the customer relationship and its outcomes across the full lifecycle using Customer Success best practices. Lead Executive Business Reviews, act on customer surveys, drive product stickiness and expansion, and serve as Voice of Customer to internal teams (Product, Engineering).  Own Renewals & partner with Sales on expansions & upsells.

• Drive product adoption and measurable business value, tracking health and acting early on risk.

• Serve as the executive point of contact and trusted advisor to firm stakeholders, including partners, COOs, and CFOs.

• Lead business reviews and account plans that connect platform usage to firm outcomes.

• Own renewals & deliver results. Price & negotiate in partnership with Sales.

• Operate in an Evolving Environment: Thrive in an environment where our processes are still maturing. Use good judgment to fill the gaps and help build repeatable playbooks and documentation as the company grows.

• Data Integrations and Use: Manage the integration of customer data into their Entegrata Lakehouse. Gather requirements for reporting and customer AI projects and drive new use cases for data usage.

• Mentor and Share Knowledge: Support newer team members and contribute reusable templates and documentation as the team and its processes grow.

What Success Looks Like (First 3/6/12 Months)

By month 3:

• You have a solid working understanding of Entegrata's platform, implementation process, and current customer portfolio.

• You've built working relationships with the customers and internal teams you support.

By month 6:

• Own account plans and health tracking for your portfolio; run your first business reviews.

• You're managing multiple concurrent in-implementation customers & live customers independently, prioritizing effectively as customer needs and deadlines shift.

• You've helped mature the team's processes, contributing playbooks, documentation, or templates that make onboarding and implementation more repeatable.

By month 12:

• You own a growing portfolio of customer relationships with a track record of driving adoption, renewals, and expansion. 

• You’ve demonstrate improved adoption and health across the portfolio with clear risk mitigation.

• You're a trusted Voice of Customer to Product and Engineering, and a go-to resource for newer team members.

Qualifications:

• Exceptional communication and problem-solving skills, with a consultative approach to customer engagement.

• Has executive presence: can own & confidently drive meetings with stakeholders of all types and personalities.

• Proven project management skills, comfortable building and managing plans and driving multiple work streams to completion.

• Thrives in a fast-paced, high-growth environment.  Takes ownership of outcomes, carries a full and shifting workload, and moves work forward with a bias for action.

• Team-first and low-ego, the kind of person who jumps in wherever needed and shares the load in busy stretches. We work like a close-knit team where everyone has each other's back.

• Minimum of 3-5 years at a law firm or software company (ideally in the legal vertical) as the point person driving technical implementations and project delivery of enterprise IT systems, with hands-on experience in customer onboarding, implementation, and/or success.

• Working technical fluency: comfortable examining data, merging data from various systems, and business reporting, without requiring deep hands-on engineering depth.

• A background in general IT along with a good foundation of SaaS & PaaS basic architecture & concepts.

Preferred Qualifications:

• Prior experience in Customer Success or Professional Services, particularly with SaaS or PaaS products.

• Strong technical acumen with experience across data integration, APIs, cloud solutions, or enterprise software deployment, including merging data from multiple systems into a unified source of truth.

• General knowledge of Microsoft Azure, including but not limited to logically isolated subscriptions, encryption standards, and networking concepts such as peering and site-to-site tunnels.

• Prior startup experience, working hands-on with Product & Engineering organizations.

Compensation and Benefits

Competitive salary, medical, dental, and vision insurance, 401(k) with employer match, unlimited PTO and company holidays, professional development support, and flexible remote work. 

Equal Opportunity 

Entegrata is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected characteristic.